L1.5 ShopFloor Support

Tata Consultancy Services; Mirabel; On-site; CAD 52,000 - 70,000; Full time

Job summary

Tata Consultancy Services (TCS) is seeking a service desk professional in Mirabel, QC to monitor incidents, coordinate with stakeholders, and ensure SLA-driven delivery. The role involves knowledge sharing, issue resolution, and collaboration across cross-functional teams in a dynamic IT environment.

Bonus skills include fluency in French, experience with ServiceNow, and flexibility for shift work and on-call support to meet client needs.

Qualifications

• Experience with knowledge sharing, issue resolution and knowledge transition.
• Stakeholder management with regular updates and operational reporting.
• Triaging issues and coordinating with cross-functional teams for timely resolution.
• Familiarity with IT service management processes (Incident, Change, Capacity, Problem).
• Ability to maintain SLA compliance and ensure delivery quality.
• Willingness to work in shifts; on-call support when needed.
• Fluent in French and proficient in client communications.

Responsibilities

• Handle day-to-day incident monitoring and resolution (ServiceNow preferred).
• Coordinate communications between suppliers, OEMs, and IT stakeholders.
• Track and report progress to stakeholders and management.
• Adhere to service management processes and shift rotation plans.
• Collaborate with cross-functional teams for timely problem resolution.

Skills

Knowledge sharing

Issue resolution

Stakeholder management

Communication skills

On-call support

Shift work

Team coordination

French language

Tools

ServiceNow

Job description

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.

TCS has been serving the Canadian marketplace for more than 35 years and today is the technology partner of choice for many of the country's leading organizations. As one of the largest IT services providers in Canada and globally, TCS is aiming to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence.

Rooted in the heritage and values of the Tata Group, TCS is focused on creating long‑term value for its clients, investors, employees, and the communities it serves. With a highly skilled workforce supporting customers from coast to coast, TCS has consistently been recognized as a Top Employer by the Top Employers Institute, including a recent top ranking at the country level.

TCS also sponsors 14 of the world's most prestigious marathons and endurance events, including the TCS Toronto Waterfront Marathon, reflecting its commitment to health, sustainability, and community empowerment.

Job Description :-

Must Have Technical/Functional Skills

• Interaction with Team members for knowledge sharing, knowledge transition and issue resolution
• Stakeholder management, share regular updates and assist in preparing operational reports
• Triaging of issues and coordination with cross functional teams for timely resolution
• Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
• Maintaining agreed SLA levels and assuring Quality of delivery at all times
• Adhere to shift rotation plan and Operating model
• Interaction with SME’s on functional issues
• Coordinate communications between suppliers, and business stakeholders for their particular area
• Tracks and report progress to stakeholders
• Working experience in “ServiceNow” and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes
• On-Call support beyond Office hours(rarely needed)
• Extended Shift timings and Weekend working based on customer requirements
• Working with Manufacturing Customer will be an added advantage
• Fluent in French language
• Day to day incident monitoring and resolution (Service Now preferred)
• Interaction with client on functional issues
• Triaging of issues and coordination with cross functional teams for timely resolution
• Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
• Maintaining agreed SLA levels and assuring Quality of delivery at all times
• Adhere to shift rotation plan and Operating model
• Interaction with SME’s on functional issues
• Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area
• Tracks and report progress to stakeholders
• Willing to work in shifts, this is mandatory

Generic Managerial Skills, If any

• Flexible
• Continuous learning attitude
• Meticulous

Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.